The focus of any manager of a facility is to ensure safe operation of the building and a comfortable environment for customers to enjoy. Whether it is an office building, school, or restaurant, outside of safety and maintenance, understanding the occupants expectations demands rank high on the list of priorities and need to be considered for the operation. Since the pandemic the expectations of customers have changed significantly. They expect to have an easy way to communicate in real-time, and receive a timely response and resolution. This can include everything from QR codes, a physical kiosk in-location or an email to provide feedback. Giving customers an outlet to voice their expectations and concerns can seem like a daunting task, but when done effectively can create a strong relationship and build loyalty.
In this article learn about how to properly managing complaints throughout the facility. We also cover the importance of addressing these issues for a better customer experience at your facility.
What are some important KPIs for facility operations?
Having the right visibility and business intelligence into your services teams is essential to ensure objectives are being met. Creating a scorecard with key performance indicators (KPIs) is an effective way to monitor the standards you expect from your team, in performance, administration, quality and cost. When creating KPIs you can consider areas including: service requests, how work is being completed and overall satisfaction.
Accepting Service Requests
- Dispatch Confirmation
- Check-In Compliance
- On-Time Arrival and Schedule Date Compliance
- Time to Completion
- Minimal Disruption to the Location, including reducing downtime
- Recall numbers to indicate quality
These are just some of the many KPIs you should keep in mind to run a smooth facilities program.
Adding Automation to Simplify Your Workflow
In the restaurant industry, a non-functional grill can impact speed of service and quality of food. In an office environment, a malfunctioning HVAC unit can make the space feel uncomfortable and unusable to employees. All of these issues ultimately have a direct impact on the customer experience. Automation, smart workflows and technology can ensure that you stay ahead of maintenance needs, and service requests. Taking a proactive, rather than a reactive approach helps to minimize downtime. In an environment where everything is time sensitive, leveraging technology can help ensure smooth operations and business continuity.
There are a lot of moving parts to manage a facility including people, places and processes to help maintenance, janitorial and operations staff do their job effectively. Removing the manual processes not only helps to create efficiencies, but having digital records help to report back to management, identifying trends to improve operations.
Complaint Handling for a Positive Customer Experience
How to facility operations translate into customer satisfaction and loyalty? Customers today have high expectations about where they spend their time. After spending most of their time at home, they’re now expecting their work environments, and facilities to have the same comforts. From comfortable places to work, to clean and safe spaces, the building needs to provide the same efficiencies that employees are used to at home.
The same can be applied to a restaurant environment when customer are consistently comparing and reviewing their experience online. Everything from signage, to lighting, and overall cleanliness can make the difference between a negative review and a positive review.
This can be a tall order, when facilities teams are faced with staffing challenges, reduced budgets and additional procedures. So how can you effectively handle customer complaints and requests?
Having an all-in-one system that can consolidate customer feedback, conversations and automatically create tickets as a result, will help improve efficiencies in the workflow. QR code’s can collect feedback about the area and based on those responses you can create a ticket to action. If there is a cleanliness problem, a maintenance issue or operational feedback that needs to be actioned, it can be addressed sooner. This results in fewer customers being impacted by the same issue.
With Loop Tickets, you can automatically create and report on complaints that are being logged by customers. This will give you a simple workflow to close the loop on feedback provided and mobilize teams to resolve issues in a quick and efficient way.